Plain City, OH—In a 2014 analysis of over 15,000 customers, TenPoint Complete found that collision repair centers using VeriFacts Automotive’s Verified Quality (VQ) Program outperformed repair facilities that do not in the key measurements of Net Promoter Score (NPS), Customer Satisfaction Index (CSI), On Time Vehicle Deliver and Keeping the Customer Informed. Of particular note, the average NPS score of VeriFacts shops was 79.3% compared to an average of 75.1% for non-VeriFacts Shops. More

Having been at the head of both a major claim operation and an MSO, what are your thoughts on the state of the industry?

I see the collision repair industry as having grown up over the past five to seven years.

In the early part of the 2000s, we had the wave of consolidation. Everyone said the consolidators would take over. They did buy a lot of shops but they weren’t the best at eliminating overhead. Consolidation happened rapidly for the first year or two and then it really slowed down. Since then, I think the big consolidators have figured out how to take cost out of the equation to reduce overhead and to improve repair quality. More